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Legal terms that protect your account and wallet

When you open an account with macaupools, you're entering a clear agreement about how we handle your data, process withdrawals and settle disputes.

Account verification tied to your identityWithdrawal requests processed within 24 hoursDANA, OVO, GoPay and QRIS payment rails
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macaupools Legal terms that protect your account and wallet
GET HELP WITH LEGAL QUESTIONS

How to reach our legal and compliance team

When you have questions about your account terms, data rights or how we handle your information, we've set up three contact paths so you reach the right team fast.

In-Lobby Chat Open the chat icon in your account dashboard and select 'Legal & Account'. Our team responds within two hours during 08:00–22:00 WIB Monday to Sunday.
Email Support Send your question to [email protected] with 'Legal Inquiry' in the subject line. We reply within 24 hours with a full written explanation and next steps.
Account Settings Navigate to Settings > Legal & Privacy inside your account to view your stored data, download your account history and request modifications to your profile.
HOW WE PROTECT YOUR INFORMATION

Data security, cookies and account access on macaupools

Your personal data—name, email, payment details, game history—is encrypted end-to-end and stored on secure servers.

Encrypted Payment Storage

Your DANA, OVO, GoPay and QRIS details are tokenised and never displayed after entry. Withdrawals require a fresh OTP sent to your registered phone, even if your payment method is saved.

Cookie Use & Opt-Out

We use session cookies to track your lobby activity and login status. Accept or decline them at first login; declining slows your page load but does not block deposits or withdrawals.

Data Retention & Deletion

Account data is kept for seven years after closure for legal compliance. You can request a data export (JSON format) via Settings > Data Rights within 30 days of account opening.

Identity Verification

We verify your ID number, phone and email once during registration. If you change your registered phone or email, you'll receive a verification link to approve the change.

Dispute & Chargeback Process

If you dispute a withdrawal or believe a deposit was unauthorised, email our legal team with your transaction reference. We investigate and respond within five business days.

Request Account Changes

Need to update your name, address or payment method? Go to Settings > Account Details and submit a change request. We verify changes within 48 hours and notify you by email.

What you need to know about your rights and account terms

Your account enters inactive status after 30 days without login. We retain your encrypted data for seven years for regulatory compliance and fraud prevention. You can request a full data download at any time via Settings > Data Rights, or permanently delete your account through Settings > Close Account.

Every withdrawal request triggers a two-step verification: first, you enter the amount and method in-lobby; second, we send a one-time code to your registered phone or email. Once you enter the code, the funds are processed to your DANA, OVO, GoPay or QRIS account within 24 hours.

Yes. Go to Settings > Payment Methods and add a new DANA, OVO, GoPay or QRIS account. Withdrawals will go to whichever method you select at payout time. Old payment methods remain saved for reference but are inactive until you reactivate them.

Access depends on local law where you are located. If you travel outside Indonesia, your account remains active but withdrawals may be delayed pending identity re-verification. For extended travel, contact our support team to discuss temporary access hold options.

Email [email protected] with your transaction ID, screenshot and a description of the issue. Our legal team reviews the request within five business days and responds with the outcome and any refund or correction, with full documentation.

Yes. Your game history, deposit and withdrawal records are visible only to you in-lobby under Statements > Transaction History. We never share your play data with third parties unless required by law, and we notify you immediately if we receive a legal request.

Change your password immediately via Settings > Security > Change Password. Then contact us through in-lobby chat or email [email protected] with the word 'Security Alert' in the subject. We freeze the account within 30 minutes and investigate all activity since your last known login.

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